Contact Centre Supervisor

Contact Centre Supervisor - 5 month Fixed-Term Contract

Company Overview

We are most famous for our award-winning event, buried deep in the Crown Estate near Ascot. 17 years ago, Mike & Alison Battle created the event out of their own desire to take their children somewhere that would celebrate the pure, commercially unsullied, magic of Christmas. Now, with the help of Hollywood set-designers, West-End actors and more than a sprinkling of magic, the event is keeping the magic of Christmas alive for thousands of children every year.

LaplandUK celebrates and honours the values, imagination and wonderment of childhood through our magical world, rich storytelling and immersive memory making experiences.

This is an exciting period of growth for us, as we look for new ways to bring the Lapland experience to a global audience through media, publishing, live shows and eCommerce channels.

Role Overview:
As Contact Centre Advisor, you will be responsible for the daily overview and handling of enquiries and escalations within our CRM platform. You will be expected to review, effectively resolve, and manage enquiries and escalations from guests in a timely and professional manner, aligning with the framework, tone of voice, and standards set by the Lapland World customer service team.

In this role, you will contribute directly to our mission of preserving the wonder and belief in Father Christmas, ensuring that every guest is met with kindness, professionalism, and warmth.

Key Responsibilities:

· Review, manage, and resolve guest enquiries and escalations in a timely manner in accordance with set Service Level Agreements (SLAs).

· Handle all communication with guests professionally, upholding the tone and standards set by the Lapland World customer service team.

· Ensure accurate and detailed recording of guest interactions within our CRM platform.

· Collaborate with the Contact Centre Manager, outsourced providers, and internal teams to address guest issues promptly and efficiently.

· Maintain a positive, solution-oriented approach to complaint handling to ensure that every guest feels valued, respected, and heard.

· Work actively towards Lapland World's mission of delivering a magical visit to our guests, preserving the fleeting belief in Father Christmas for children and families.

Previous Experience:

· Previous customer service and complaints handling experience is desired but not essential for success in this role.

·
Strong communication skills
with experience reporting to senior management and liaising with other departments

· Team Leader / Management experience

Desirable Skills:

We are seeking organised, solution-oriented, and driven individuals to join our seasonal customer service team, working alongside our permanent team and Contact Centre Manager.

• Efficiency and attention to detail.
• Confidence in using computer-based systems, including CRM platforms, booking systems, and Microsoft Excel.
• Excellent written and verbal communication skills, with the ability to remain calm and empathetic under pressure.
• Ability to prioritise workloads and manage multiple cases simultaneously while maintaining quality.

Life at LaplandUK:

At LaplandUK, we believe in the magic of collaboration, a steadfast commitment to excellence, and a team that's always willing to roll up their sleeves and get involved. Working with us means being part of a dynamic environment where collaboration brings out the best in everyone, diverse talents converge, and innovation thrives. Our commitment to excellence ensures that every team member is dedicated to achieving the highest standards, contributing to a workplace culture that values continuous improvement and outstanding results.

We're not just looking for employees; we want people who are excited to get involved, embrace challenges, and bring a hands-on approach to their work, creating a workplace full of positivity and collective success. Overall, working at LaplandUK offers a chance to be part of something truly special, where the wonder of childhood is celebrated by a team dedicated to making memories for children and families.

Passion for the Mission.

We are in service to belief. We understand the importance of what we do and its legacy.

One Company

We only succeed together. We are a positive and caring group of people who embrace developing Lapland and ourselves.

Driven to Deliver Excellence

Belief is in the detail. Powered by our purpose we challenge and innovate to exceed expectations in everything we do.

Salary –

£27,000 Per Annum

Benefits:

HO ONLY:

· Dog friendly office

· Monthly team social events

· 20% discount on retail items on selected dates

· Holiday paid at the end of the contract

· Employee engagement events and perks throughout the season

Applicants must be authorised to work in the United Kingdom without the need for visa sponsorship.

LaplandUK reserve the right to withdraw this advert at any time. Due to the high number of applications being received, we may not be able to respond to every applicant.

LaplandUK is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.